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Staff for the peak or accept that the SLA breaks in it. There is no third option that does not involve a queue.
Productive hours are the honest input here. Contracted hours minus nothing gives an answer that has never been true for any support team.
It groups your ticket volume by cause rather than by channel or product, and shows what each cause costs in handling time.
Channel reporting tells you how people contact you. Cause reporting tells you why, which is the only one you can act on.
Take a month of tickets and assign each a resolution cause. If you have not been recording causes, sample a hundred rather than doing all of them — the pattern appears quickly.
Multiply each cause by its average handling time. The ranking usually changes: a low-volume, high-effort cause often outranks a high-volume trivial one.
It will not tell you the cause is fixable. Some volume is inherent to the product and some customers will always prefer to ask.
It also cannot see the people who had the problem and did not contact you.
The top three causes by total time are your product backlog. Take them to whoever owns the product with the tickets attached.
If one cause is a documentation gap, that is the cheapest fix available and it usually shows up here first.
No — sample a hundred tickets and code them by hand.
Handling time. It changes the ranking.
No.
Half an hour on your own figures, and an honest answer about the parts Treepie does not improve.